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S1E10: The Power of Customer Experience: How Service BDC Can Make or Break Dealerships
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Vin Micciche explores the transformative role of service BDCs in retaining loyal customers. He discusses strategies for managing appointment overflow, reducing advisor burnout through empathetic call handling, and using CSI-focused follow-ups to mitigate negative surveys. Vin highlights how missed calls directly correlate with customer defection to competitors. Key takeaway: “Answering a service call in under three rings isn’t just polite-it’s revenue protection.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.
Chapters
00:00 - Introduction to Service BDC Impact
01:23 - Core BDC Retention Principles
06:20 - 3-Ring Revenue Protection
09:12 - Advisor Burnout Realities
17:15 - Tire Service Case Study
22:47 - CSI Mitigation Strategies
31:15 - API Integration Failures
37:30 - Empathy Training Framework
42:00 - Equity Review Tactics
47:00 - Future of Customer Retention
50:01 - Key Takeaways & Action Steps
21 episodes
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